Desktop Support Technician

We are looking for Desktop Support Technician for our client in Phoenix, AZ.

Job Title: Desktop Support Technician

Job Location: Phoenix, AZ

Job Type: Contract

Job Overview:

Requirement/Must Have:

• 1+ years of experience in Field Services support, tech Bar, Windows 10 and 11 upgrade, Hardware management for EUC, Information Management, or Customer Service management.
• 5-6 years of FSO Manager experience.

Responsibilities:

• Vendor Management - To have a cordial relation with the vendors and ensure all dispatch and schedule tickets are being handled as the defined SLA.
• SLA & KPI Management - To ensure all SLA and KPI for the project has been over and above achieved.
• Client Management - To ensure right communicating has been liaised with clients, creating reports for clients.
• Team Management - Team building and handling skills and act as a bridge between the leadership and team members.
• Team Handling - Should handle team efficiently by taking max. output and discuss their improvement plan.
• Transition - Due diligence and coordinate with the transition team for proper implementation of the process.
• Tech Bar Management - To ensure the teams manage the Tech bar efficiently. Help customers with their issues.
• Automation - Process improvement and automation opportunity to be explored and implemented.
• Technical - Knowledge of SCCM, Windows 10 to 11 upgrade, Windows Build process, technical troubleshooting on windows, printers, Hardware issues, and client VPN.
• Ticketing Tool - ServiceNow, Dashboard creation, how to calculate SLA's, fetching reports and shared SLA reports with team.

Skills:

• Disciplined, systematic problem-solving skills.
• Windows Operating systems 10 & 11 with troubleshooting.
• ITSM ticketing tools such as ServiceNow.
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools.
• MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.
• Internet browsers (e.g. Explorer, Chrome, Firefox, Edge).
• VPN and remote dial-in users.

Qualification And Education:

• Preferred MCP/MSCE/MSCA or HDI CSS.
• ITIL knowledge of V2/V3/V4 especially on Service Desk, Incident, Problem, and Change Management preferred.
• Bachelors / Masters / Equivalent.